Customer support specialist

1 day ago

Bangalore, India The Experience Co. Full time

What you'll do? TLDR; Own the post-sales journey for high-profile clients travelling on our adventures. You'll be accountable for customer experience, managing high-value customer relationships & work in the business operations team. The longer version Travel is core to the Experience Co. business & our members are some of the dynamic professionals & talent in the country. Think , Design Lead at Meta, Emmy award winning artists, International Art Project founders and beyond. As a Customer Experience Specialist you will be responsible for creating a seamless experience for our guests to travel with us, stress-free. You will get a chance to be an internal champion for our customers by owning the after-sales customer journey by providing assistance and also converting customer feedback to actionable insights for the business, production & marketing teams. You will be in the front-seat to enable founders, creators, leaders & misfits go on life-altering adventures while increasing customer centricity in the organisation. This is not a sales role, but it does contribute to revenues directly on a day-to-day basis in the organisation. Key Responsibilities: Account Management Take ownership of the entire customer experience post-sale, ensuring a smooth journey from onboarding to completion. Get on calls with high-profile customers to set expectations and provide seamless guidance & assistance. Be a customer champion internally to level up the overall customer experience of the brand. Build solid connections & relationships with the customers. Be a single point of contact for customers to connect with in case of any hiccups in their travel journey Tailor post-sales communications to each customer’s unique needs and preferences. Ensure personalised service and attention to detail that aligns with Experience Co.’s brand ethos. Identify upsell and cross-sell opportunities through proactive engagement with customers and alignment with their goals. Escalations Oversee and manage customer escalations, working closely with the team to resolve issues promptly. Solve customer friction proactively by cross-collaborating with teams. Improvement, Reviews & Reporting Continuously refine and improve internal processes to enhance operational efficiency. Design and implement strategies to address recurring customer issues, driving long-term solutions. Elevate customer experience across all touchpoints by gathering insights and implementing improvements. Take responsibility for key performance metrics, including customer satisfaction (CSAT) scores and other relevant KPIs.

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